Who We Are

Nilee Consult is a business transformation consultancy that leverages customer experience management, process re-engineering and digital marketing techniques to drive business value (reduce cost, improve service and increase revenue) for its clients.

We work with our clients to analyze the root cause of difficult customer experience scenarios and provide targeted strategies and training interventions designed to transform the experience received by customers and to put our client’s business on the path of growth

Our proven track record speaks for itself. We have helped numerous companies transform their customer experience, leading to increased customer satisfaction, retention, loyalty, and revenue. Our tailored approach ensures that every solution we provide is customized to your specific needs and goals.

Our Mission

To support businesses to reposition customer experience management as an integral aspect of their business management strategy.

Our Vision

To be the preferred partner for customer experience management consulting and solutions in Africa.

What Drives Us

Our Values (LERT)

At Nilee Consult, we are committed to delivering exceptional customer experiences that will not only meet but exceed your expectations. Our core business values drive everything we do, ensuring that our customers receive top-notch service and solutions tailored to their unique needs.

Learning

We have an insatiable thirst for knowledge and a commitment to continuous learning. By staying up-to-date with the latest trends and advancements in customer experience, we ensure that our strategies and solutions are always fresh, innovative, and effective. We embrace new ideas, techniques, and technologies to provide you with cutting-edge solutions that keep your customers delighted.

Empathy

We understand that every customer is unique and has distinct needs and expectations. Our empathetic approach allows us to put ourselves in your shoes, deeply comprehend your customers' perspectives, and anticipate their desires. By empathizing with your customers, we can design customer experiences that resonate on an emotional level, fostering strong connections and long-lasting loyalty.

Respect

Respect is at the core of our interactions with both our customers and their customers. We value open and honest communication, active listening, and treating everyone with dignity and fairness. By respecting your organization's values and culture, we create a harmonious partnership that allows us to collaborate effectively and achieve remarkable results together.

Trust

Trust is the foundation of any successful relationship. We strive to build trust with our customers by delivering on our promises, maintaining transparency, and demonstrating our expertise and reliability. We believe that trust is earned through consistent excellence, and we are committed to earning and preserving your trust throughout our partnership.

About Our CEO

Amanda Akushie is a customer experience management consultant and digital marketing expert with over twelve years of experience in key account management, business development, sales and marketing, customer service, customer experience, and project management for clients across various organizations.

Amanda is a dynamic and innovative professional known for her diligence, attention to detail and agility in working to provide outstanding client service. Her expertise in service excellence delivery, digital marketing, building client relations, leadership, and quality service sets her apart from most others.

Amanda’s qualifications and certifications are;

Accredited Customer Experience Master (BP Group, UK)
Certified Process Professional (BP Group, UK)
Certified Customer Service Expert (IAPPD, UK)
Certified Professional Trainer (IAPPD, UK)
Certified Digital Marketer
MBA in Marketing (UG, Legon)
Professional Member, West Africa Association of Customer Service Professionals –
Trained SME Coach (WACOMP – UNIDO)
Executive member, Customer Experience Professionals, Ghana
BSc Bio-Chemistry (UG, Legon)

Client Testimonials

What Our Clients Say?

Your expertise has enabled our team to take ownership, ensuring their actions align with our goal of providing exceptional customer experiences. Client satisfaction has reached unprecedented levels, thanks to your training approach, that enhanced our operations and elevated our brand reputation. Your dedication to excellence and transformative insights have left a lasting impact, making Nilee Consult an indispensable part of our journey toward outstanding customer experiences.

Issaka Ibrahim GM, Metropolitan Pension Trust Ghana Ltd

After the launch of our digital channels, we noticed a slow adoption of the platform by our client. This led us to seek the expertise of Nilee Consult in conducting Market Research and User Experience Audit of our digital channels. The strategies and recommendations proposed by Nilee Consult help to improve the uptake of the digital platforms and enhanced the overall User Experience on our digital channels. There has been a significant usage of our digital platform ever since.

Kelvin Atiapah Head, Customer Experience and Digitization ,Coronation Insurance Ghana LTD

Our initial interaction with Amanda and the Nilee Consult team involved training our customer experience ambassadors, radiating success with vibrant energy. This evolved into further collaboration, encompassing a 360° mystery shopping and training for branch executives. Insights gleaned significantly enhanced departmental performance, emphasizing the criticality of all customer touchpoints. Nilee Consult's outstanding after-sales support, especially in monitoring recommendation implementation, played a pivotal role in UBA Ghana being recognized as the top bank for Customer Experience (Retail Segment) in the 2022 KPMG survey. Social media response rates also saw notable improvement. Gratitude to Nilee Consult for contributing to our growth and exceptional service delivery.

Yvonne Quashie Country Head of Customer Experience at United Bank for Africa, Ghana

As a business, one of our core objectives is to deliver exceptional customer experience and to achieve this we had lean on the experience of Nilee Consult. Hitherto, we received some customer complaints and experienced some inconsistencies across our customer touchpoints. We needed the right partner who understood our challenges and we found that partner in none other than Nilee Consult. They carried out a 360 degrees mystery shopping activity and customer insight survey and based on findings and recommendations, we were able to identify our strength and areas we needed to improve. There has been a significant improvement in staff professionalism, leading to an increase in our claims touchpoint Turnaround Time from 70% to 90%.

Kelvin Atiapah Head, Customer Experience and Digitization ,Coronation Insurance Ghana LTD

Over the years, we had challenges communicating effectively with our customers until Nilee Consult came along. With a practical approach to supporting SMEs likes mine, Nilee Consult helped us through Coaching and Training by supporting us with strategies and guiding us through our communication challenges. With the help of Nilee Consult we now have in place a structured feedback system which has greatly improved the service we provide. Everyone on the team now understands the importance of CX to our business growth and are committed to playing their part to achieve that. Thanks to Nilee Consult

Elseund Ewudzie-Sampson Founder and Team Lead ,Big Samps Market

Before Nilee Consult, our team lacked a clear understanding of how their roles impacted the overall guest experience, resulting in substandard service and negative guest reviews. Since we brought in Nilee Consult, we've witnessed a remarkable transformation in our team's work ethics. There is a newfound appreciation for our role in guest satisfaction, and our staff are now more conscientious with their attitude towards guests. The commitment to delivering our best for guests is evident. We've seen a positive shift in guest feedback and have consistently received referrals.

Cassy Tetteh Administrative Manager, La Tua Villas

Nilee Consult has played a pivotal role as a valued partner in our ongoing efforts to elevate the customer experience across all touchpoints. Through their meticulously executed 360-degree mystery shopping exercise and customer insight survey, they provided invaluable insights into customer perceptions, compliance, and the overall quality of service delivered by our staff. Their enthusiastic engagement and collaborative approach throughout the process were exemplary, resulting in a comprehensive report that has empowered us to refine service standards and implement internal measures aimed at enhancing our performance in identified areas. We are confident that with these enhancements, we will be able to consistently exceed customer expectations and deliver delight at every interaction point.

Esther Dokuwaa Ofosuhene Head of Client Experience, First National Bank Ghana

We had the pleasure of working with Amanda of Nilee Consult, for a training session on client experience. Her expertise and engaging style left a lasting impression on our team. She effortlessly combined professionalism with approachability, making the sessions both informative and enjoyable. Her insights were invaluable, and her passion for enhancing client experience is evident. We highly recommend her services to anyone looking to elevate their client interactions.

Alfred Selasi Dzah Learning & Development Manager, Metropolitan Ghana

Working with Nilee Consult has empowered our team to connect with customers on a deeper level. Their expertise equipped us with the knowledge and skills to uncover what truly matters to our customers. This newfound understanding has transformed our interactions, allowing us to provide a more targeted and valuable experience to our customers.

Sarah Boakye-Appiah Head of Customer Experience & Contact Center, Metropolitan Ghana

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